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Aptela Knowledge Base » Key Features » Caller ID » Why do my outbound calls show a different company name?

Why do my outbound calls show a different company name?

Once your phone number has been provisioned for Caller ID, Aptela will register your business name with the carrier that provides your phone number.  The carrier will make an update to a system, known as their "CName" database, which will associate your business name with your phone number for the Caller ID system. Over time, their CName database will be replicated to other carriers across the national phone system.

When you make an outbound call, the carrier that receives the call does a lookup on their CName database. If their database has been properly updated, your business name will be displayed. If that database has not been updated, the person receiving the call may see:
  • Nothing.
  • The city and state associated with your area code and exchange.
  • The CName that was previously associated with your phone number.

If you would like to confirm that your company information is in our carrier's Caller ID database, please submit an account change ticket, and include the phone number and the company name you originally requested to display.  Names are limited to 15 characters.

  • If the company name is incorrect, we will request an update for you. The update can take up to 15 days to take effect.
  • If the information is correct, or if after the update is complete the people you call continue to see an incorrect business name, you or the other party will need to contact the carrier that is displaying the incorrect information and request that they update their CName database with your company information. Aptela does not have any control over how your business name is displayed on Non-Aptela phones, and cannot troubleshoot problems any further than ensuring that your business name is properly registered with our carriers.
If you have not previously requested Caller ID, please click here for information about the request process.

NOTE: if your employees have a custom outbound caller number, it will override the the default CName sent for your company, and it will be used for the CName lookup.  You will need to request an update for any and all phone numbers that you pass as Caller ID.

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